0 stars x 3 different encounters - Customer Service Desk, #fail, read rant below
2 stars - The one cleaning person who said good morning as we walked down the hallway (3.5), but deduction as girlfriend heard staff complaining about their job in front of customers. (-1.5)
2 stars - Renovation, new furniture and sink, but TV was terrible and the bed was uncomfortable
0 stars - Room comfort, bad air-conditioning throughout building
3 stars - Location, next to cool little stream and park, but this isn't worth too much when the service was bad
Thought we got a decent deal when we booked this "newly renovated" Holiday Inn for Memorial Day weekend at the last moment and if things went well we may have stayed another night. It looks nice from the outside, nice little walking trail near a stream. Too bad things went badly...thus the rant below.
The problems started when we got to the front desk. The night desk person was sitting on a stool, barely greeted us and not once looked me in the eye during check-in. He seemed disinterested to the point my girlfriend commented on it. We got our keycards and went up to the 5th floor (5 floors total) and we noticed as soon as we got off the elevator the hallway was very hot due to no air conditioning. Imagine when true summer hits! Unless you are one of those Bikram Yoga peeps that like to sweat while relaxing. ;)
The rooms had new furniture and a new bathroom sink as part of the renovation, though I noticed the faucet was loose and the toilet seat was flimsy. Sadly the TV didn't make the list for updates either. This tiny tube set TV can be picked up Craigslist for free in the DC area. Some of the channels were so disfigured it was comical. #fail
The rooms was 84 degrees when we got in. I went to the air conditioner and cranked the air on and set the temp to 73. An hour later it was still warm and everyone in the room was getting grumpy.
The wifi (free at holiday inn) was not connecting on 3 different devices, including a MacBook pro and ipad, these connect to just about anything.
I called the front desk to ask about the air and wifi. The front desk person said he would send maintenance up for the AC and told me without listening to why the wifi wasn't working the user name and password and got me off the phone. I had no idea if access required WEP, WPA, etc.. Or if it was a login on the browser, which is the case for most places. I tried them all, nothing.
Maintenance came up and checked the AC. His solution turn it down to 65 and tell us that was one of the better AC units in the hotel. Really!? As of 3 hrs later it is just now an ok temp. #fail
The maintenance man called down to the front desk to tell him I was still having problems with the wifi. I could hear the desk person telling him the same info in a frustrated tone to which the maintenance man handed the phone back to me. I tried to explain the issue and what I tried to do on my own and the guy just kept talking over me to come down so he could show me. Terrible customer service as he didn't want to listen, even when I told him I know a great deal about wifi networks.
Once I got off the phone, I told the maintenance guy that the front desk person needs to learn to listen instead of talking over people. The maintenance guy said that they had already moved other guests around to get better access. That told me the access point for the wifi was down in our hall and I decides to go down to the front desk and confront him.
At the elevator I got signal on my laptop and was able to login. Yep, something was wrong with the access point down the hall. As soon as I got down to the front desk the guys started giving me crap about being the only one with the problem. Again, terrible customer service skills! I told him that wasn't true since the maintenance guy said they had moved other people to get better access. I then told him what I thought was wrong. After he finally listened he admitted that I might be right and he would check on it. Of course he never followed up and I'm writing this rant on my iPhone.
The next morning when I check out, the day front desk person only said hello and what room was I checking out and then said I was all set. Another missed opportunity to engage the customer, but then again if she knew how crappy the service was, she didn't want to open the door to my rantings.
#epicfail even for a Holiday Inn! Considering the cost that I ended up paying I would rather put the money spent towards a better hotel chain. So much for Holiday Inn's attempt to attract new customers.
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Booking.com, LaQuinta, Travelocity, Expedia, Priceline, getaroom.com, Orbitz, Hotwire, HotelQuickly, Cancelon and TripOnline SA so you can book your La Quinta Inn & Suites Salisbury reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Holiday Inn Salisbury Downtown Area Hotel Salisbury